V
Víctor Cordero
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Client Success Leader | Training & Quality Operations
Mexico
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Client Success ManagerCaseFuelMar 2025 - Current (1 year 8 months)I own end-to-end onboarding, training, quality, and performance outcomes for a portfolio of up to 40 accounts, coordinating across every internal department from first onboarding through ongoing account management.
Training Design, Onboarding & Capacity Planning
• Design and run individualized onboarding and training plans for every new account, sequencing timelines across teams and cutting onboarding/ramp-up time by roughly 15 days (about 50%).
• Directly train and coach new clients and junior team members step by step through structured onboarding, adjusting the plan as needed to fit each situation.
• Plan onboarding capacity and sequencing across a growing portfolio of up to 40 accounts, balancing new intake against o- CBilingual Patient Care RepresentativeCall NoorMay 2024 - Jan 2025 (9 months)I served as the primary bilingual (English/Spanish) phone point of contact for U.S. patients of Unicare, a California-based health clinic, focused on medical appointment scheduling and patient intake.
• Handled inbound and outbound calls for scheduling, confirming, rescheduling, and canceling medical appointments with high accuracy, while resolving patient questions about medications, providers, and general care.
• Updated and maintained patient records in the clinic's EHR system, following confidentiality and HIPAA-aligned data-handling standards on every call.
• Spent roughly two months supporting the OBGYN medical records team, gaining additional exposure to specialty-specific documentation and cross-department coordinatio - Bilingual Telephone AdvisorPorch GroupDec 2021 - Apr 2024 (2 years 5 months)• Worked in a high-volume, KPI-driven environment with a daily target of 140+ outbound calls, consistently hitting productivity targets under time pressure.
• Engaged prospective customers in both English and Spanish, assessed needs, and qualified prospects for handoff to licensed agents.
• Consistently outperformed transfer-quality expectations while balancing volume, accuracy, and compliance requirements.
• Maintained accurate records and followed established processes and compliance requirements on every call. - TBilingual Customer Service AdvisorTTEC (DISH Network Account)Jul 2018 - Oct 2021 (3 years 4 months)• Progressed through Customer Service, Reconnect, and Retention functions within a high-volume, bilingual account, consistently meeting a 90%+ quality/satisfaction standard.
• Managed back-to-back customer interactions involving billing, account changes, and service issues while adhering to strict quality and compliance benchmarks.
• Advanced into a Retention role, applying approved procedures and offers to resolve issues while balancing customer needs against business objectives.
• Operated consistently within a KPI-driven environment, balancing volume, quality, and compliance targets.
Education
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- ULicenciatura en DerechoUEPCAJan 2023
- UDiplomado en Liderazgo e Inteligencia EmocionalUEPCAJan 2023